Presented by

Page Personnel

February 2015

Agenda

• Economy

Global economy

Australian economy

A year in review

What did the experts say?

• Salary trends

• Your profession in review

• Technology

• Insights

Business trends

Recruitment

• Diversity

• Are we working harder?

• The road ahead

• The road ahead in 2015

• Summary

• Questions

EconomyGrowth rate of the world economy

Source: International Monetary Fund

EconomyGlobal unemployment trends

EconomyAnnual GDP growth - New South Wales

Source: ABS

EconomyAnnual GDP growth - Queensland

Source: ABS

EconomyAnnual GDP growth - Victoria

Source: ABS

EconomyAnnual GDP growth - Western Australia

Source: ABS

EconomyContribution to Australia’s total employment

Source: ABS

• A better NSW market influenced by improving global economic conditions in the UK, US

and parts of Europe

• We believe the current state of the market is being influenced by structural changes

• The number of businesses opting to partner with third parties or invest in technology is

increasing

• The number of businesses opting to offshore shared service and administrative functions

has slowed

• The availability of talent has decreased.

EconomyA year in review

EconomyForecasted growth in 2015?

2014 2015 Forecast Overall Outlook

World 3.3% 3.9% Grinding higher

US 2.3% 3.2% Leading the way

Euro zone 0.8% 1.3% Slowly but surely

China 7.5% 7.0% Trending Lower

Australia 3.1% 2.9% Still transitioning

New Zealand 3.1% 3.0% Slowing down slightly

Source: ANZ Economics & Markets Research

• Australia should expect a soft landing from the

mining boom

• China’s influence has weakened, though demand

for Australian services will continue to increase

• India’s expected economic development hasn’t

eventuated

• Australia’s manufacturing industry will continue to

suffer.

EconomyWhat did the experts say?

Salary trendsFinance

Salary trendsOffice support

Salary trendsCustomer service

Your profession in review

• There is a greater demand for all-round ‘accounting and business support’ staff and hybrid candidates such as Office Managers/Executive Assistants and Accounts Payable/Accounts Receivable across Australia

• Increase in number of part-time roles recruited

• Increased demand for customer service professionals with sales backgrounds

• Increased demand for shared service processing employees in NSW

• There has been an increased demand in the recruitment of leadership positions nationally across credit, payables and payroll

• Financial Services has continued to refine roles as they streamline their administrative support structures

• There is an increased demand for support staff across the Not for Profit and Public Sectors.

Technology

Existing

• The majority of Australia’s multinational businesses have, or are in the process of incorporating Cloud based applications within their organisations

• The use of live chat to support traditional customer service processes

• The use of third party scanning solutions and payroll providers to support locally based shared service functions.

Coming

• Many companies have added a new layer of jobs to existing organisational structures to provide subject matter expertise to support the digital revolution

• The use of digital analytics to drive predictive analysis of payment and collection patterns within finance and customer service functions.

“I couldn’t get through the workday without my assistant… While gadgets like

smartphones and tablets certainly do have a huge positive impact upon my working life, it

is the people around me who really make the difference. . .People often ask how I am

able to keep on top of businesses in dozens of different countries and industries. Well,

having an assistant who is on the ball 24/7 is one of the main ways it is possible… Many

people are using technology to make assistants a thing of the past. However, for those

business persons in a position to do so, they may be missing a lot by going it alone.

Assistants are a great sounding board for new thoughts and spark lots of fresh ideas.”

TechnologyThe value of support

Sir Richard Branson

InsightsContinuing and emerging business trends

Trend From To

The shape of businesses Hierarchical De-layered

Business change Large business restructures Small to incremental change

Sourcing talent Local Global

Candidate motivators Money and status Culture and strong EVP

The use of technology Limited and at times slowMany new options with increased

speed of change

Employer branding Limited or no strategyIntroduction of Employee Value

Propositions (EVP)

Diversity and inclusion Limited or no strategyStructured programs to attract and

retain best talent

Sourcing

• Multinational organisations are focusing on sourcing graduates through hosting seminars at careers days

• The use of assessment centres to deliver recruitment projects has increased

• Organisations are now including video interviews in their screening processes especially within call centres.

Coming

• Flexible working hours

• Creating job share opportunities

• Offering training to broaden existing skills while refining internal transfer programs.

InsightsTalent management

InsightsJob boards

Diversity

Diversity

Diversity

Diversity

Diversity

Stepping up as leaders

1. It starts with us

2. Bring your top team with you

3. End the leadership lottery for women (Inclusive Leadership)

Creating accountability

4. Lead on gender reporting

5. Implement Plus One initiatives

6. Drive a supplier multiplier

Disrupting the status quo

7. Ask ‘50/50: if not, why not?’

8. Raise the bar on women’s careers

9. Mainstream flexibility

Dismantling barriers for carers

10. Get the basics right

11. Build environments where parents and carers thrive

12. Support an expansive review of caring, including childcare options

Male Champions of Change 12 Point Plan

Are we working harder?

Source: ABS

Hours

The road ahead

• The global economy is expected to continue growing in 2015 which will provide an increased demand for support staff in multi national businesses

• The demand for Australian services will increase from Asia

• There will be a contrasting economic performance in Australian states

• The Department of Employment predicts the Customer Service sector will grow by 20% to 2017

• Administration Support positions are projected to increase strongly over the next five years, up by 9.6% (or 37,300), well above the average growth across all industries (7.2%)

• Technological developments such as interactive voice response technology and web-enabled call centres are anticipated to increase over the next five years.

• Multinational companies will continue to invest in on-shore shared service talent

• Local outsourcing to third parties will become more prevalent within Accounts Payable

• NSW and Victoria will continue to create more opportunities for transactional finance professionals

• Businesses will continue to invest in integrated HR Payroll systems impacting payroll structures within multinational organisations

• Diversity will be a key talking point within all organisations